I recently had a disappointing experience with ATI Therapy’s customer service. Despite several attempts to get assistance, I found their operators to be distracted, often speaking to others while addressing my concerns. Each call required me to undergo verification processes, despite assurances that my details were already added to their system. This inconsistency led to multiple calls, each providing different information.
The handling of billing was another major issue. ATI Therapy outsources this to external companies, which seems to complicate matters further, making it difficult for them to keep track of customer interactions and focus on customer needs.
My most troubling experience involved a call that lasted over three hours, during which I was redirected between their team and my insurance provider multiple times, only to end without any resolution or useful guidance.
It is clear that ATI Therapy needs to invest in training for their customer service team and implement a more effective system to prevent such experiences from recurring. As customers, we seek support and understanding, especially when dealing with therapy services. Unfortunately, my experience was far from supportive, leaving much to be desired in terms of customer care and efficiency.
